Twilio · Dec 2nd 2018
Twilio is looking for an experienced Technical Account Manager who is going to be the designated technical support engineering contact for our strategic customers. As a dedicated support engineering contact you will work with our customers to resolve complex technical problems with potentially very costly and far-reaching consequences. You should have an interest in digging deep as well as be able to zoom out and look at the larger picture. The TAM delivers proactive guidance to the customer to provide added value through the use of Twilio technologies and deliver recommendations to make the customer’s environment less susceptible to business impacting downtime. You are able to remain calm and effective at higher workloads as well as excelling at prioritization and evaluation of situational urgency.
A regular day in the life of a Technical Account Manager at Twilio would consist of working on the cases raised by specific customer’s assigned to you and looking at ways to prevent future occurrences of such issues, while maintaining high customer relationship and helping them be successful using Twilio.
Some examples include: examining packet capture data and engaging one of our carriers to resolve a one-way audio issue in Germany, providing advice to a customer whose web server is not responding to HTTP requests from Twilio, and calling a customer to discuss the design of a function for transferring calls between agents in a call center.
As a TAM you will help customers understand the finer points of Twilio capabilities and influence them to implement best practices.
If you are excited about not only teaching others ‘how to fish’ but also how to fish at scale then this role is for you.
Twilio is a company that is empowering the world’s developers with modern communication in order to build better applications. We only succeed at Twilio when our customers succeed. An outstanding customer experience with both our products and our service is an integral part of why customers choose Twilio, and your role is critical in ensuring the success here.
Twilio is truly unique; we are a company committed to your growth, your learning, your development and your entire employee experience. We only win when our employees succeed and we’re dedicated to helping you develop your strengths. We invest in time dedicated to tackling hard problems and creating your own ideas. We have a cultural foundation built on diversity, inclusion and innovation and we want you and your ideas to thrive at Twilio. Come join us.
Whether you work remotely or at Twilio HQ in San Francisco, you will enjoy our incredible perks: free Kindle when you build your Twilio app, monthly Kindle book reimbursement, monthly gym reimbursement, unlimited PTO, bi-weekly All Hands and more. What you will also get to experience, is a company that believes in small teams for maximum impact; that strives to balance work and home life, that understands that this is a marathon, not a sprint; that continuously and purposefully builds an inclusive culture where everyone is able to do and be the best version of themselves. We seek people who naturally demonstrate our values, who are challenged by problems, empower others to thrive, people who can draw the owl and not be beholden to one playbook.